The ABC of ICT card set: A Practical Guide White Paper

Paul Wilkinson

January 2018

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The ABC OF ICT card set is an awareness and assessment instrument used to address the attitude, behaviour and cultural aspects of an ITSM improvement initiative.

This paper shows how organizations and practitioners can use the cards to identify what types of resistance may be expected from stakeholders when considering an ITSM improvement and to discuss resistance with teams and managers to address resistance.

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